Tuesday, June 15, 2004

Guardian Unlimited | The Guardian | Sweet smiles, hard labour: "Two ways of measuring the demands of a job have defined industrial relations since the beginning of the Industrial Revolution - time and effort - but a third has emerged in the past few decades: emotional labour. It's not just your physical stamina and analytical capabilities that are required to do a good job, but your personality and emotional skills as well. From a customer services representative in a call centre to a teacher or manager, the emotional demands of the job have immeasurably increased."

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